Shana Wentzel
IT Engineer
Cape Town,WC
Summary
Detail-oriented Engineer with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
1
1
Certification
1
1
Language
Work History
IT Support Engineer
TechQuarters
London
12.2020 - Current
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted with updating technical support best practices for use by team.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Type.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Submitted service tickets for equipment maintenance requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to Type technical support needs.
- Responded promptly to incoming sales leads and requests for technical support.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Helpdesk Support Engineer
Gijima Holdings
Newlands
06.2018 - 11.2020
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and quickly troubleshot errors.
- Performed root cause analysis and general troubleshooting.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Collaborated with outside departments to implement system-wide improvements.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided Type support to Type users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Set up and administered Type and Type systems and configurations.
- Applied superior Type knowledge to improve Area.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Retained existing clients and developed Number new accounts by extending high quality and efficient support service.
Data Coordinator
Careworks Convenient Healthcare
Newlands
05.2017 - 05.2018
- Sorted and processed incoming reports before putting data into processing software.
- Located and corrected data entry errors and reported to management.
- Verified accuracy of data before transcribing.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Double checked accuracy of hard copy paperwork and rectified any issues.
- Tracked and maintained records for Type department.
- Answered data questions for company leaders as subject matter expert to enhance decision making.
- Mined Type and Type data to efficiently fulfill client requests and orders.
- Mapped data between source systems and warehouses.
- Completed quality reviews for designs, codes, test plans and documentation methods.
- Collaborated with multi-functional roles to communicate and align development efforts.
- Prepared functional and technical documentation data for warehouses.
- Performed systems and data analysis using variety of computer languages and procedures.
- Coordinated troubleshooting support for warehouse personnel.
- Cooperated fully with product owners and enterprise architects to understand requirements.
- Documented data warehouse architecture to guarantee capacity met current and forecasted needs.
- Selected methods and criteria for warehouse data evaluation procedures.
Data Capture Clerk
Careworks Convenient Healthcare
Newlands
04.2017 - 04.2018
- Uploaded or transmitted data using secure protocols.
- Conducted surveys and documented all responses.
- Gathered and submitted observational information in addition to required data points.
- Collected Type and Type information at various locations.
- Corrected data entry errors to prevent duplication or data degradation.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Added documents to file records and created new records to support filing needs.
- Evaluated source documents to locate needed information.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Coded and processed applications into required electronic formats.
- Accurately handled data entry for Number clients into company-based software.
- Verified accuracy of computer system information by updating Type data.
- Sped up new software training in migration from Software to Software for Number employees.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Exceeded goals through effective task prioritization and great work ethic.
- Delivered efficient daily assignment schedules based on Type factors to optimize team performance.
- Scanned documents and saved in database to keep records of essential organizational information.
Mobile Repair Technician
Smartlab
Montague Gardens
10.2016 - 12.2016
- Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates.
- Inspected devices for signs of intentional or accidental damage to determine warranty eligibility.
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
- Replaced touch-sensitive digitizers and displays using official OEM parts to maintain warranty eligibility.
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
- Offered guidance to consumers on purchasing mobile phone accessories.
- Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating.
- Adhered to repair and maintenance guidelines set down for Type devices.
- Decommissioned unwanted consumer devices, safeguarding remaining data through reliable destruction methods.
- Safely disposed of decommissioned devices, directing electronic waste to appropriate recycling facilities.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Positively engaged with customers and maintained professional appearance as company representative.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
- Executed tasks within time and budget constraints.
- Successfully alleviated Type issues by using Type troubleshooting method.
- Created and followed detailed maintenance schedules for Type equipment, resulting in Number% increase in equipment lifetime.
Front Office Administrator
PMA & Accociates
Pinelands
04.2016 - 08.2016
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
- Routed business correspondence, documents and messages to correct departments and staff members.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Screened visitors and issued badges to maintain safety and security.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Interacted with customers by phone, email or in-person to provide information.
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Produced high-quality communications for internal and external use.
- Delivered clerical support by handling range of routine and special requirements.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
- Edited documents to improve accuracy of language, flow and readability.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Organized, facilitated and participated in community service efforts.
Social Media Coordinator
BizXNet
Cape Town
04.2013 - 03.2016
- Strategically planned, implemented and monitored client's social media content and campaigns using complex editorial calendar.
- Created social media content with consistent content and tone.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Wrote social media content to increase engagement with customers.
- Increased customer engagement through social media.
- Analyzed and reported social media and online marketing campaign results.
- Collaborated with sales, product management and web development teams to create specific marketing campaigns across multiple platforms.
- Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.
- Posted new content for products and services when managing marketing and release calendars.
- Partnered with graphic designers creating content and promoting ad campaigns.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Engaged social media audience by collaborating with graphic designers to develop viral content.
- Improved page content, keyword relevancy and branding to achieve search engine optimization goals.
- Assessed content and tone for consistency to optimize social media accounts.
- Strategized and developed video content for client's website and social media publications.
- Maintained current social media trends through attending professional conferences and webinars.
- Analyzed key performance indicators monthly, applying data analytics to drive future strategic planning.
- Produced blog posts, pay-per-click ads and promotional content.
- Tracked and analyzed social media and online marketing initiatives.
- Evaluated monthly performance statistics and used data to inform future strategies.
- Supported SEO initiatives to improve content, keywords and branding.
- Generated interest for new and upcoming product and service releases by managing social media accounts.
- Identified effective promotional methods and negotiated media through meticulous market research.
- Increased user base by promoting brand awareness and launching key marketing efforts.
- Utilized social media marketing tools such as Software.
- Trafficked advertisements to target audience using specific algorithms for focused exposure.
- Tracked competitors' content and social presence and responded appropriately when required.
- Tracked and capitalized on emerging industry trends to boost campaign performance.
- Maintained internal communication systems and managed corporate email signatures.
- Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
- Archived critical interactions and posts so that all key information was documented for future reference.
- Assisted product team in properly and effectively handling bad reviews and negative posts.
- Managed relationships with high-profile clients and translated marketing and social media needs into results-driven strategies.
- Monitored return on investment of online and social media marketing efforts.
- Devised results-driven strategies and roadmaps based on clients' needs.
- Developed comprehensive resource management reports, data presentations and data analytics reports.
Customer Service Agent
Teleperformance
Cape Town
10.2015 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Facilitated communications through management of inbound and outbound customer calls.
- Educated customers on company systems, form completion and access to services.
- Adapted to new applications and maintained knowledge of current technologies.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Resolved over Number customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Entered customer information into customized computer system with Software to document and organize client records.
- Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
- Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
IT Administrator
Masons Complete Office Solutions
Pinelands
04.2014 - 04.2015
- Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Reviewed deficiencies based on internal audits and suggested remedies.
- Assessed business requirements to forecast annual budgetary operational costs.
- Developed multi-site IT execution strategies, aligning work orders at Number locations to effectively align available resources with historical service data.
- Designed staffing plans for newly opened Type locations, organizing hiring and training scenarios to verify availability of competencies at each facility.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Oversaw development and implementation of improvements to support and network operations.
- Communicated regularly with customers concerning data exchange and technology integration.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Supported implementation of warehouse management system software applications to enable centralized management of tasks.
- Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback.
- Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Coordinated Type projects, defined scope and managed milestones.
3G Data Specialist Team Leader
Telkom
Cape Town
11.2010 - 03.2014
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Used coordination and planning skills to achieve results according to schedule.
- Participated in team-building activities to enhance working relationships.
- Improved operations through consistent hard work and dedication.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained excellent attendance record, consistently arriving to work on time.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained energy and enthusiasm in fast-paced environment.
- Used Microsoft Word and other software tools to create documents and other communications.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Conducted research, gathered information from multiple sources and presented results.
- Led projects and analyzed data to identify opportunities for improvement.
- Delivered services to customer locations within specific timeframes.
- Received and processed stock into inventory management system.
- Adhered to social distancing protocols and wore mask or face shield.
Data Mobile Specialist
Telkom
11.2010 - 03.2014
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked with customers to understand needs and provide excellent service.
- Used coordination and planning skills to achieve results according to schedule.
- Improved operations through consistent hard work and dedication.
- Developed and maintained courteous and effective working relationships.
- Increased customer satisfaction by resolving issues.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Worked flexible hours across night, weekend and holiday shifts.
- Maintained excellent attendance record, consistently arriving to work on time.
- Exceeded goals through effective task prioritization and great work ethic.
- Created plans and communicated deadlines to complete projects on time.
- Prepared variety of different written communications, reports and documents.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Led projects and analyzed data to identify opportunities for improvement.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Monitored company inventory to keep stock levels and databases updated.
- Adhered to social distancing protocols and wore mask or face shield.
Education
CISCO CCNA Routing & Switching - Computer Networking And Telecommunications
Cape College
Crawford Campus 03.2016 - 06.2016
IT Business Diploma - Computer Networking
IT Business Campus
Kenilworth Campus 01.2008 - 12.2008
Skills
Software diagnosis
Data recovery
TCP/IP
Desktop support
Technical issues analysis
Technical documents comprehension
Microsoft Office Specialist (MOS) Expert
Windows 10
Application support
Ticket support system management
Microsoft Outlook
Business Development
Staff education and training
Complaint resolution
Issue troubleshooting
Technical Support
User credential management
Customer service expert
PC component diagnostics
Network diagnostics
Certification
Certified Cisco CCNA Routing & Switching
Timeline
IT Support Engineer
TechQuarters
12.2020 - Current
Helpdesk Support Engineer
Gijima Holdings
06.2018 - 11.2020
Data Coordinator
Careworks Convenient Healthcare
05.2017 - 05.2018
Data Capture Clerk
Careworks Convenient Healthcare
04.2017 - 04.2018
Mobile Repair Technician
Smartlab
10.2016 - 12.2016
Front Office Administrator
PMA & Accociates
04.2016 - 08.2016
CISCO CCNA Routing & Switching - Computer Networking And Telecommunications
Cape College
03.2016 - 06.2016
Certified Cisco CCNA Routing & Switching
03-2016
Customer Service Agent
Teleperformance
10.2015 - 12.2015
IT Administrator
Masons Complete Office Solutions
04.2014 - 04.2015
Social Media Coordinator
BizXNet
04.2013 - 03.2016
3G Data Specialist Team Leader
Telkom
11.2010 - 03.2014
Data Mobile Specialist
Telkom
11.2010 - 03.2014
IT Business Diploma - Computer Networking
IT Business Campus
01.2008 - 12.2008